Team Lead

About MyOperator

• MyOperator is India's leading cloud-based business communication platform, trusted by 12,000+businesses.
• We offer cloud telephony and WhatsApp API solutions to streamline customer communication through IVR, call tracking, recording, and virtual numbers, making business interactions more efficient and scalable.

Role Overview

• We're looking for a hands-on, technically fluent Customer Support Team Lead who is passionate about solving problems, leading high-performance teams, and delivering exceptional customer experiences.
• This role is ideal for someone who thrives in a fast-paced B2B SaaS environment and brings deep expertise in cloud telephony, WhatsApp Business APIs, and Zoho CRM.

You

• Will act as a player-coach, guiding and mentoring your team while jumping into complex cases yourself when needed.
• As a key leader in our support organization, you'll work cross-functionally with Product, Engineering, and Customer Success to ensure every customer issue is not just resolved-but understood, documented, and prevented in the Leadership & Development:
• Lead, mentor, and coach a team of support executives to exceed individual and team KPIs.
• Conduct performance reviews, provide actionable feedback, and identify training needs.
• Manage shift schedules, workloads, and high-priority escalations to ensure SLAs are met.
• Foster a culture of accountability, ownership, and continuous improvement.

Customer Experience & Escalation Management

• Handle escalated customer issues, ensuring quick and accurate resolutions.
• Monitor support quality across channels and implement measures to improve CSAT and NPS.
• Proactively identify trends and systemic issues; drive cross-functional resolutions.

Zoho CRM & Operational Management

• Oversee support operations via Zoho CRM and Zoho Desk, including ticket queues, live chat, and call support.
• Create and manage dashboards, workflows, automations, and custom reports to improve efficiency.
• Track KPIs such as FCR, AHT, SLA adherence, and CSAT.

Technical Troubleshooting & Escalation
Serve as the primary point for complex issues related to:

• Cloud Telephony: IVR setups, SIP issues, jitter/latency, call routing, CTI configurations.
• WhatsApp Business API: Message failures, template issues, API integration, webhook errors.
• Collaborate with the Engineering team for bug diagnosis and resolution.

Process Improvement & Knowledge Management

• Analyze recurring issues, advocate for product fixes, and build preventive workflows.
• Maintain comprehensive internal and external knowledge bases and documentation.
• Standardize troubleshooting processes and ensure team-wide knowledge transfer.

Cross-Functional Collaboration

• Partner with Product, Onboarding, and Account Management teams to support seamless implementations and retention.
• Represent the voice of the customer in product discussions and roadmap planning.

Required Skills & Qualifications

• 3-5+ years in a B2B technical customer support role; preferably within a SaaS, CPaaS, or cloud telephony environment.
• 1-2+ years in a leadership or supervisory role.
• Prior experience in VoIP, IVR systems, or business messaging solutions (WhatsApp, SMS) is essential.
• Proficiency in Zoho CRM and/or Zoho Desk is highly desirable.
• Strong understanding of cloud telephony (SIP, PBX, CTI, call routing, etc.
• Knowledge of WhatsApp Business API including template setup, endpoints, integration, and common errors.
• Ability to read and interpret API documentation and troubleshoot integration issues.
• Strong leadership and mentoring capabilities.
• Excellent verbal and written communication skills.
• High emotional intelligence and composure under pressure.
• Analytical mindset with a proactive approach to solving root causes, not just symptoms.
• Join us at MyOperator and be part of a dynamic team that is transforming the way businesses communicate.
• We offer competitive compensation, comprehensive benefits, and ample opportunities for growth and career advancement.

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